Product Updates
A full rundown of our latest releases, improvements and fixes in Harmony
October 6, 2026
Service Desk & Tickets
Per-Team SLA Targets Within a Desk - You can now configure separate SLA response and resolution targets for each team within a desk, so teams operating in different time zones or regions are measured against their own working hours rather than a shared calendar.
AI-Powered Desk Generation from Ticket Data - We've added an AI-powered desk designer that automatically analyzes your historical ITSM ticket data and generates a recommended set of desks, activating matching desks and writing descriptions based on the types of tickets they would handle.
Resolution Time Displays for Resolved Conversations - We've fixed an issue where the Resolution time field showed "-" for resolved conversations tracked via the newer resolution field. Duration now displays correctly in all affected cases.
AI, Automation & Knowledge Base
Custom Conversation-Starter Categories - You can now create your own custom conversation-starter categories in the Service Desk Agent, giving employees a tailored set of options when they open the Portal or Slack App Home instead of being limited to the three built-in menus.
Agent Conversation Intent Changes Emit Events - When a conversation's intent changes, Harmony now automatically emits an event carrying the full intent selection history, making it straightforward to react to or audit how a conversation's topic evolved over time.
Builder Test Runs Excluded from Block Reliability Metrics - We've improved workflow block reliability accuracy by ensuring test runs are no longer counted alongside live production runs, so monitoring and alerting reflect only real production activity.
Software / Applications
Expiry Reminders for Time-Bound Access - Provisioning policies for time-bound Application Access Requests now support per-duration expiry reminders, so requesters are notified before their temporary access is automatically revoked - configurable per grant duration.
Update App Block Supports Stakeholder Changes - You can now add and remove application stakeholders directly from the Update App block in the agent builder, letting agents manage app ownership as part of an automated workflow without a separate manual step.
App Access Agent Handles Inexact App Names - We've fixed an issue where the App Access agent fell back to a generic ticket when users referred to an app by a slightly different name or abbreviation. The agent now uses a two-step fallback to correctly match the intended application.
Integrations & Settings
HRIS to IdP Sync Adds SAP SuccessFactors - The HRIS to IdP Sync agent now supports SAP SuccessFactors as an HR data source and lets you run the sync on specific employees instead of your entire organization, reducing unnecessary processing.
HTTP Request Steps Work with Strict JSON APIs - We've fixed an issue where HTTP request steps failed with a 400 error on APIs that strictly validate headers, caused by a duplicate Content-Type header being injected automatically. The fix ensures only your specified header is sent.
October 4, 2026
Software / Applications
Unified Vendor Spend in One View - You can now see all spending with a vendor consolidated under a single record - contracts, NetSuite bills, and card charges grouped together - so you get one accurate answer to "what do I pay vendor X?" instead of scattered duplicates.
Pin an App's Contract End Date - You can now manually override the end-of-contract date Harmony derives from synced sources like NetSuite or Zip, locking in the date you specify so it is never silently recalculated on the next sync run.
Integrations & Settings
PingOne Now a Supported Identity Provider - You can now connect PingOne (Ping Identity) as an IdP, giving access request agents a full catalogue of PingOne applications and groups and enabling Harmony to sync users and group memberships from your Ping environment.
Multiple Mesh Payments Accounts per Tenant - You can now connect more than one Mesh Payments account to a single Harmony tenant, following the same multi-instance pattern used by Google Workspace - each account is tied to its own company ID and kept fully separate.
ManageEngine Multi-Region Support - We've improved ManageEngine MDM and ServiceDesk Plus connections to support accounts hosted outside the default US data center, resolving OAuth 401 errors that previously blocked non-US and non-India regions.
AI, Automation & Knowledge Base
Trigger Agents on Any Field Change - You can now build agents that fire when any field - including custom fields - changes on an asset, ticket, or application, and read custom field values from any record type inside the builder.
Pass Catalog Form Fields Into Sub-Workflows - You can now pass an entire service catalog form into a sub-workflow as a single typed input, eliminating silent field-mapping mismatches that caused sub-workflows to run with missing or incorrect values.
New KB Recommendation Counter and Banner - We've added a counter on the Knowledge Base sidebar showing how many unreviewed article recommendations are waiting, plus a banner that links directly to the filtered Recommendations tab so nothing slips through.
Asset Management
Filter Assets by Employee Department - You can now filter the All Assets and Warehouse views by the department of the employee holding each device, making hardware audits, offboarding sweeps, and refresh planning faster and more precise.
Manual Custom Fields Survive MDM Enrollment - We've improved asset record merging so that custom fields, notes, purchase details, and location data entered on a manually created device are automatically carried over when MDM enrollment replaces that record - no data is silently lost.
Dashboard & Analytics
Add Multiple Widgets at Once - You can now select and add multiple widgets from the widget library to your dashboard in a single action, so you no longer need to reopen the library after each addition.
Export Copilot Data Queries as CSV - You can now ask Copilot to export any tabular result - ticket summaries, asset queries, or structured lists - as a downloadable CSV file attached directly in the conversation.
Service Desk & Tickets
Datadog On-Call for Desk Escalations - You can now connect Harmony to Datadog On-Call as a paging provider, so desk escalations automatically page the configured Datadog team with no manual handoff required.
Filter Outbound Ticket Sync by Catalog Item and Custom Field - You can now control which tickets sync to outbound providers like Monday.com by Service Catalog item and custom field value, giving you finer-grained export rules beyond desk alone.
September 27, 2026
AI, Automation & Knowledge Base
Google Drive as a Knowledge Base Source - You can now connect Google Drive as a knowledge base source, letting the AI agent index and retrieve content from your organization's shared drives when answering employee questions. Once connected, select which shared drives to include and the agent crawls and surfaces relevant content automatically.
Set Ticket Fields Dynamically in Workflows - You can now set ticket status, priority, and type using runtime variables in the Workflow Builder, rather than being locked to a fixed value chosen at build time. The Create Ticket and Update Ticket blocks now offer a variable tab alongside the static picker, so a single workflow definition handles multiple scenarios without duplication.
Intent's Configured Desk Guides Ticket Routing - We've improved desk-aware routing for intents: tickets filed under a matched intent now use that intent's configured desk as the default destination, rather than relying solely on model classification from desk scope rules.
Software / Applications
Unified Contracts View Across NetSuite and Zip - You can now connect both NetSuite and Zip as contract sources without seeing duplicate records - Harmony automatically merges overlapping agreements matched by purchase order number into a single unified contract view, keeping your contracts list clean and accurate.
Unmatched Contracts Surface with App Suggestions - You can now capture and resolve contracts that previously went missing because they didn't exactly match an application in your catalog. Procurement integrations like ZipHQ, NetSuite, Mesh Payments, and Ramp now ingest unmatched agreements and hold them for review instead of silently dropping them.
Save and Reuse Filter Views on Contracts Tab - You can now save filter and sort configurations as named views on the Contracts tab inside an application's detail page, so you never have to reapply the same filters when you return.
Asset Management
Unassign Assets in the Custom Agent Builder - You can now unassign an asset from an employee directly inside the custom agent builder using the Update Asset step - a new Unassigned option at the top of the Assign to Employee picker clears the current assignee when the agent runs.
Smarter Location Filtering for Asset Selector Fields - We've improved how the "Filter by requester location" toggle works in service catalog asset selector fields, using employee profile locations to match assets more accurately - especially useful for assigned devices whose own location data is often missing or outdated.
Filter Assets by Parent Device in CMDB - You can now query assets by their parent device via the
listAssetsAPI, making it easy to list all child assets - such as peripherals and displays - discovered on a given machine.
Service Desk & Tickets
Broadcast Problem Notices to Affected Stakeholders - You can now send broadcast messages directly from a problem record, notifying stakeholders of all affected applications - mirroring the broadcast capability already available for change records.
Change Types and Standard Change Templates - You can now classify changes as Normal, Standard, or Emergency when creating or editing change tickets with ITIL mode enabled, giving your team more structured control over how changes are routed, reviewed, and progressed.
Control Which Ticket Statuses Trigger ITSM Export - You can now configure outbound ITSM export rules to only create records in Jira, JSM, ServiceNow, Freshservice, and others when a Harmony ticket reaches a specific status, rather than immediately on ticket creation.
Integrations & Settings
Deep Links from NetSuite Contracts to Source Documents - You can now jump directly from a synced NetSuite contract in Harmony to the original bill or purchase order in NetSuite, eliminating the need to search by vendor or PO number to locate the approval trail or GL coding.
Jira Issue Links Sync as Harmony Ticket Links - We've added opt-in support for syncing Jira issue links into Harmony as ticket links, with Harmony automatically mirroring the relationships defined in Jira and using them to route newly created tickets to the right desk.
Slack Bot Messages Handled by AI Support Agent - You can now configure Harmony to allow specific Slack bots to interact with the AI support agent, so automated alerts posted by bots can receive automated replies such as a matching knowledge base article.
September 20, 2026
AI, Automation & Knowledge Base
Backup Approvers for Stalled Requests - You can now configure backup approvers on each approval tier so requests never stall when an approver is out of office or unresponsive. Two independent triggers - Out of Office and Timeout - each hand the approval to a backup list automatically.
Guru Knowledge Base Now Supported - You can now connect Guru as a native KB source, allowing the AI agent to search and surface content from your Guru cards when answering employee questions. Admins connect Guru under Settings → Integrations and select which collections to sync.
Send Files via Slack and Teams Agents - Agents can now deliver file attachments - such as a generated PDF - alongside messages in Slack or Microsoft Teams, closing the gap between chat and email delivery.
Service Desk & Tickets
Add External People as Watchers and Reporters - You can now loop in contractors, guests, or vendors on tickets without giving them portal access. Typing a full email address that isn't in your directory offers the option to add that person as an outside watcher or reporter.
Edit Ticket Custom Fields in Field Management - You can now modify existing ticket custom fields in Settings → Field Management, bringing tickets in line with the edit functionality already available for Assets, Employees, and Applications.
Selective ServiceNow Inbound Import - You can now configure ServiceNow to import only tickets directly linked to records Harmony already knows about, preventing your instance from being flooded with unrelated ServiceNow tickets during catalog request flows.
Dashboard & Analytics
Export Dashboard Widget Data to CSV - You can now export any dashboard widget's data directly to CSV for sharing in decks, pulling into spreadsheets, or keeping point-in-time snapshots - no more screenshotting or copying by hand.
Asset Management
Exclude Networks from Discovery Policies - You can now set a network filter in a discovery policy to exclude matching assets rather than include them, giving you precise blocklist-style control over which devices appear in your inventory.
Mosyle Business MDM Now Supported - You can now connect Mosyle Business as an MDM integration, giving teams that rely on Mosyle full device visibility in the asset inventory alongside other supported MDMs.
Integrations & Settings
Multiple Permission Grants per Team or Group - You can now assign more than one permission grant to a single team or IdP group - for example, combining a Platform Admin preset with a desk-scoped custom permission set - removing the need for workarounds when a principal needs access at multiple levels.
Okta Manager Links Resolve via Employee Number - Harmony now automatically resolves manager relationships for Okta organisations that store a manager's employee number in the
managerIdfield, fixing previously unresolved manager links in HR-fed Okta setups.
September 13, 2026
Dashboard & Analytics
You can now click bars, slices, and number cards on the Service Desk Overview to jump directly into the filtered ticket or conversation list behind each figure - desk, status, age bucket, ticket type, SLA arm, team, and approval average all carry their full context through to the destination, so counts in the dashboard always tie out to what you find in the list.
Drill Into Any Dashboard Widget - You can now click bars, segments, SLA cards, and the Avg Time to Approve panel on your dashboards to jump directly to the matching filtered ticket or conversation list - turning every summary figure into an actionable entry point.
Desk Drill-Throughs Navigate Correctly - We've fixed an issue where clicking a bar on a desk-grouped chart landed on the All Desks view instead of the selected desk. Drill-throughs now navigate into the correct desk's ticket view, with all other active filters preserved.
Dashboard Metric Picker Cleaned Up - We've improved the dashboard builder so only current, accurate metrics are available when adding new widgets. The retired Conversations metric group has been removed in favour of the Requests domain.
Service Desk & Tickets
Your Branding on Notification Emails - You can now apply your company's branding to most notification emails, so messages your team and end-users receive reflect your organisation's look and feel instead of Harmony's default styling.
Desk Operators Can Move Tickets - We've fixed an issue where desk operators could not move a misrouted ticket to another desk. Operators can now move tickets into any desk they operate, and error messages on failed moves now explain clearly what went wrong.
SLA Notifications Now Reliably Delivered - We've fixed several issues where SLA breach and warning notifications could be skipped, duplicated, or fire incorrectly after a ticket was reopened or reassigned. SLA breach detection also runs more efficiently, preventing database load from climbing over time.
AI, Automation & Knowledge Base
Configurable Slack Home Tab Quick Actions - You can now configure what appears in the Harmony home tab in Slack, giving admins full control over quick-action menus and their contents. Changes apply to both the Slack App Home tab and the portal chat empty state.
Update Existing Confluence Articles from Recommendations - You can now update an existing Confluence page directly from a KB recommendation instead of always appending a new section. An AI-merged preview lets you confirm the result before publishing, preserving your page's existing structure.
Slack Slash Commands Now Trigger Workflows - We've fixed an issue where Slack slash commands could not trigger webhook-based workflows. Workflows connected to Slack slash commands now fire as expected.
Integrations & Settings
Real-Time HRIS Employee Updates via Webhooks - We've added support for receiving real-time employee data updates from your HRIS via Apideck webhooks. New employee events are verified, deduplicated, and processed automatically in the background - no manual sync required.
Admin Scripts for ServiceNow Catalog Actions - You can now supply custom scripts to handle ServiceNow catalog form actions that Harmony cannot execute directly, such as button checks or field-change triggers backed by Service Portal widgets that require a browser session.
Default ServiceNow Assignment Group for Team-Less Tickets - You can now configure a fallback assignment group on your ServiceNow integration so tickets that arrive without a team are reliably routed rather than left to ServiceNow's own instance-level defaults.
Asset Management
Warehouse View Filters and Location Grouping Fixed - We've fixed several issues with the Warehouse view that were causing incorrect asset counts, mismatched location groupings, and inconsistent filtering behaviour.
September 6, 2026
AI, Automation & Knowledge Base
Simpplr Now a KB Source - You can now connect Simpplr to Harmony as a knowledge base source, enabling your published Simpplr content to power AI-assisted support. Once connected, Harmony automatically ingests and keeps your content in sync, including incremental updates and deletions.
Per-Source KB Visibility Controls - You can now configure knowledge base answer visibility independently for each connected source, so one source can serve public answers while another stays fully permission-scoped - without a single switch affecting every source at once.
KB Recommendations from ITSM Ticket Data - You can now get Knowledge Base article recommendations based on your historical ITSM ticket data, helping your IT team proactively fill knowledge gaps surfaced from real support patterns.
Service Desk & Tickets
Search Tickets by External Provider ID - You can now search for tickets using the ID assigned by any connected external ITSM system - Freshservice, Jira, ServiceNow, SolarWinds, and others - so agents can look up any ticket instantly without needing the Harmony-native ID.
SLA Notifications Reach Watchers and Assignees - You can now route SLA warning and breach notifications directly to ticket watchers and assignees, giving more people timely visibility when service level deadlines are at risk.
Quick Responses Trigger Automations - You can now use quick responses as a trigger for custom AI agent automations, enabling workflows that kick off the moment a specific message template is used on a ticket.
Integrations & Settings
Entra MFA Step-Up Verification in Workflows - You can now verify employee identity using Microsoft Entra MFA directly inside workflows, giving Entra-connected organisations the same step-up verification capability that Okta tenants already have - no reused sessions, no email OTP fallback.
Greenhouse Now Uses Secure OAuth - You can now connect Greenhouse to Harmony using OAuth, replacing the previous API key method and ensuring your integration remains functional after Greenhouse retires their Harvest V1 API on August 31, 2026.
Access Requests Match Resource Group Names - You can now request access using the name of a specific resource group - such as Microsoft Teams - and Harmony will correctly surface it even when it lives under a broader application like Microsoft 365, with the matched group clearly highlighted.
August 30, 2026
Service Desk & Tickets
Team Filter on Overview Dashboard - You can now filter the Service Desk overview dashboard by team, scoping every widget - workload, approval time, ticket status age, and more - to a specific team instantly. The filter persists as you interact with the page, keeping your view consistently focused on the team that matters.
ServiceNow Catalog Now Works End-to-End - We've resolved a broad set of ServiceNow catalog issues so employees can complete any request without hitting dead ends. Reference fields now show correctly filtered dropdowns, person-picker and Yes/No fields submit with valid values, multi-select and multi-row variable sets are captured fully, file attachments are accepted, and contact details pre-fill automatically - eliminating the most common submission failures.
V3 Workflow Actions Live in the Portal - You can now interact with V3 workflow actions - including OTP verification, approvals, asset acknowledgments, and secret grants - directly from the Harmony portal, matching the experience already available for V2 workflows.
AI, Automation & Knowledge Base
SharePoint KB Respects Document Permissions - You can now connect SharePoint as a knowledge base source with full permission-scoped answer delivery, so employees only ever receive answers drawn from content they are authorised to read. Harmony resolves each user's identity and group memberships against SharePoint access controls before surfacing any content.
Publish KB Articles Directly to Confluence - You can now push AI-generated KB articles from Harmony's Recommendations tab into your connected Confluence workspace with two publishing options, closing the loop between support resolutions and your team's knowledge base.
Workflow Runs History and Upcoming Tabs - You can now see richer context about your workflow runs in a redesigned drawer with dedicated History and Upcoming tabs, giving you a clear view of past executions and scheduled runs at a glance.
Software / Applications
License Tier Threshold Monitoring Agent - You can now use a pre-built License Tier Threshold Monitoring agent to stay ahead of unexpected SaaS billing changes - it watches your Microsoft 365 and Google Workspace seat counts and warns you before you cross a plan or contract limit.
License & Cost Agent Exports Waste and Notifies Owners - We've expanded the License & Cost per User agent to export unused seat waste data and notify the relevant app owners directly, making it easier to act on savings opportunities across your software portfolio.
Asset Management
Richer Asset CSV Imports - You can now include custom fields and an assignee column when importing or updating assets via CSV, giving you more control and flexibility over bulk asset data management in a single import pass.
CPU Model and Core Count for Intune Devices - We've improved hardware visibility for Windows devices in Microsoft Intune - CPU model name and core count are now populated on asset records, pulling from Intune's Endpoint Analytics to match the detail already available from Jamf and Kandji.
Integrations & Settings
Linear Integration Now Available - You can now connect Linear to Harmony to escalate tickets into Linear issues and automate issue management using ten dedicated Linear action blocks in your agent workflows and custom agents.
AWS S3 File Uploads from Workflow HTTP Blocks - You can now authenticate HTTP Request workflow blocks with AWS Signature Version 4 and send ticket attachments as a raw binary body, enabling direct IAM-signed file uploads to Amazon S3 and other AWS services from within your workflows.
Import and Export Custom Agents - You can now import and export custom agents directly from the Agents hub without needing to open an individual agent first, making it faster to share and redeploy automation across tenants.
August 23, 2026
Service Desk & Tickets
Batched Notifications Cut Alert Noise - You can now receive a single consolidated notification instead of a flood of individual alerts when multiple updates occur on the same ticket in quick succession, across email, Slack, and Microsoft Teams.
Portal Tabs for Managers and Watchers - You can now access two new tabs in the self-service portal - Direct Reports and Watching - giving managers and ticket watchers a focused view of the tickets most relevant to them.
Team Selection When Creating Tickets - You can now select a specific team (subdesk) when manually creating a ticket, giving you more control over routing from the very first step across all ticket creation surfaces.
AI, Automation & Knowledge Base
Control AI Responses After Escalation - You can now configure exactly when Harmony's AI stops responding after a ticket is handed off to a human agent, preventing confusing overlapping replies during handoffs.
List Entra ID Group Members in Workflows - You can now use a built-in List Group Members block for Microsoft Entra ID in the Custom Agent Builder, making it straightforward to fetch all members of a group and act on them within an automated workflow.
Email Approvals for Agent Requests - You can now receive agent approval requests by email, with inline Approve and Deny buttons that link directly to the portal - no Slack or Teams account required to act.
Software / Applications
Monday.com Ticket Management Integration - You can now connect Harmony with Monday.com to create and track Monday items directly from tickets, either manually by an agent or automatically when a ticket lands in a mapped desk.
Coralogix and Autodesk Now Connected - We've added native integrations for Coralogix and Autodesk, pulling in user roster data, roles, and license information so both apps are fully visible within Application Management.
Identify Inactive Users Across Apps - You can now retrieve a list of inactive users across directly-connected applications such as Zoom, Slack, Atlassian, and Figma, making licence reclamation and access hygiene workflows much faster to action.
Integrations & Settings
Cloudflare User and Activity Tracking - You can now connect Harmony to Cloudflare using a single read-only token to automatically sync user inventory and activity data into the platform.
App Store Connect Team Roster Sync - You can now connect Apple's App Store Connect to bring your team roster into Harmony, automatically syncing user inventory alongside your other identity sources.
Up to Five Microsoft Integration Instances - We've increased the limit for Microsoft Intune, Entra ID, and Teams connections from two to five, so organisations managing multiple Microsoft tenants can connect them all without hitting a cap.
Asset Management
Grant and Revoke Local Admin via Intune - You can now grant and revoke local administrator rights on Intune-managed Windows devices on demand, with no persistent agent assignment required - matching the same capability already available for JumpCloud.
August 16, 2026
Dashboard & Analytics
Redesigned Agent and Desk Performance Dashboard - We've introduced a fully redesigned overview dashboard with dedicated Agent Performance and Desk Performance sections, giving you a comprehensive at-a-glance view of how your AI and human agents are performing across every desk.
Service Desk & Tickets
SLA Targets Beyond One Week - You can now configure SLA response and resolution targets longer than one week - days, weeks, or months - with no upper limit, so your policies can match extended enterprise service agreements.
More SLA Duration Options - We've added eight new duration options to SLA policy configuration, filling gaps in the hourly range and extending into multi-week and monthly targets for finer-grained policy control.
Team Working Hours Respected by SLA and Auto-Close - We've fixed an issue where auto-close and SLA deadline calculations ignored a team's own working hours, causing missed deadlines for teams with non-standard schedules such as Sun-Thu calendars.
Software / Applications
Bitwarden and Torq Integrations Now Available - You can now connect Bitwarden and Torq to Harmony under the Security category, syncing user access, roles, and activity data for license optimization and access control.
Tableau Direct Integration Now Available - You can now connect Tableau directly to Harmony to track licenses, monitor adoption, and understand costs without manual data exports.
App Access Provisioning Moved to Applications - You can now configure access provisioning rules directly from the Applications module, replacing the previous workflow buried inside the App Access Request agent with a first-class per-app setting.
Asset Management
Pin Asset Locations to Prevent MDM Overrides - You can now pin an asset's manually assigned location so it is never overwritten during MDM sync cycles, keeping warehouse and site assignments accurate.
Import Custom Fields via CSV - You can now populate custom asset fields directly from a CSV import - custom field columns are automatically included in the downloadable template, eliminating manual post-import updates.
Unassigned Assets Filter Shows Actionable Items Only - We've improved the Unassigned assets quick-filter card to exclude assets with In Stock, Reserved, or Retired statuses, so the count you see reflects only assets that genuinely need attention.
AI, Automation & Knowledge Base
Automatic HRIS to IdP Field Sync Agent - You can now automatically sync employee attribute changes from BambooHR or HiBob directly into Okta or Entra, keeping your directory accurate without custom scripts or manual effort.
CC and BCC Support in the Send Email Block - You can now add CC and BCC recipients directly in the Send Email block when building workflows, giving you full control over who receives agent-triggered email notifications.
Redesigned Knowledge Base Picker for Large Sources - We've redesigned the KB sync picker so large Confluence workspaces with thousands of pages are practical to navigate, replacing the previous full-tree-expansion approach.
Integrations & Settings
Mesh Payments Now a Native Integration - You can now connect Mesh as a native integration to surface employee card spending alongside your SaaS data, including newly discovered shadow apps sourced from Mesh expense activity.
Google Play Console Now Available as a Data Source - You can now connect Google Play Console to pull app performance, ratings, reviews, and usage data into Harmony, giving your support team richer context about your Android app's health.
August 9, 2026
Dashboard & Analytics
Custom Fields Power Dashboard Widgets - You can now use your own custom ticket fields as dimensions and measures in dashboard widgets. As soon as a custom field is added to your tickets, it appears automatically in the widget builder - no engineering work required.
Live Metrics Fetch Real-Time Data - You can now define metrics as live queries so data is fetched at the moment a report is run rather than from a periodic snapshot, ensuring every view reflects your most current information.
Harmony Dashboard Available in Slack - You can now access a personalized Home Dashboard directly inside the Harmony Slack app, giving you a role-tailored view of your work without leaving Slack.
Service Desk & Tickets
Disable SLA Tracking Per Desk - You can now turn off SLA tracking for individual desks and sub-desks independently, giving admins precise control over which queues are subject to SLA timers - useful for shared-inbox or project desks that operate outside SLA commitments.
Throughput-Balanced Ticket Assignment - We've added a new "Least-loaded (throughput-balanced)" assignment method that scores agents by both open tickets and tickets handled today, distributing workload more fairly across your team.
Customizable First-Reply Email Templates - You can now fully customize the automatic confirmation email sent when a ticket is created, configured individually per desk, with support for dynamic variables that populate ticket details automatically.
AI, Automation & Knowledge Base
KB Article Sources Visible in Ticket View - You can now see exactly which Knowledge Base articles the AI agent used to generate a response, directly within the ticket conversation, giving agents and admins full transparency into how AI answers were formed.
External Source Badge on Email Tickets - We've added an "External" badge to tickets submitted by people outside your organization via email, giving agents immediate context about who they're dealing with before reading the thread.
Images Render Inline in Teams Broadcasts - You can now include images in company announcement broadcasts sent to Microsoft Teams, with images appearing inline in both direct messages and channel posts.
Asset Management
Save Filter Presets in Asset List - You can now save and instantly recall filter configurations in the asset list view - presets persist across page refreshes and sessions, so you never have to re-apply the same filters twice.
Rename Assets from the Details View - You can now rename assets directly from the asset details page, making it easy to correct outdated names for devices no longer managed through an MDM.
Manually Set Locations No Longer Overwritten - We've fixed a bug where manually entered asset locations were silently replaced by device scans or MDM syncs. Manual location data is now preserved independently of automated sync fields.
Software / Applications
Flexible Timeframe Filtering for App Utilization - You can now filter application utilization and usage statistics by your chosen time period instead of a fixed 90-day window, with several preset options available across the Applications area.
Instance Source Visible in Provision Tab - We've added a Source column to the Provision tab that displays the identity provider name and icon for each app instance, making it easy to distinguish instances at a glance without opening each one individually.
Integrations & Settings
Zendesk Migration Now Includes Attachments - You can now migrate Zendesk tickets to Harmony with all message attachments carried over automatically, linked to the correct message in the conversation thread.
Rippling Now Supported as an MDM Provider - You can now connect Rippling as an MDM provider for asset management using the same API key already configured for employee sync - no additional credentials required.
August 2, 2026
Service Desk & Tickets
Bulk Quick Reply Across Tickets - You can now reply to multiple tickets at once using your existing quick response templates. Select any number of tickets from the list view and choose "Quick Reply" from the bulk actions menu, saving significant time during recurring issues or mass incidents.
Configurable Reminders Before Auto-Close - You can now configure multiple inactivity reminders before a ticket is automatically closed, giving reporters a fairer chance to respond. Admins control both how many reminders are sent and how frequently, replacing the previous single-reminder limit.
Route Agent Tickets to Specific Teams - You can now configure agents to route newly created tickets directly to a specific subdesk, eliminating manual reassignment and getting work to the right specialized group immediately.
Integrations & Settings
PagerDuty On-Call Per Desk - You can now configure PagerDuty on-call settings individually for each desk, controlling exactly when and how incidents are triggered for incoming tickets. Each desk must be explicitly opted in, so there is no risk of accidental pages.
Box Integration Now Available - You can now connect Box to Harmony via OAuth to sync your Box user list, roles, license types, and usage activity, giving you full visibility into access and supporting license optimization decisions.
New Relic and Miro Now Connected - We've added direct integrations for New Relic and Miro, pulling in user inventory, roles, license data, and login activity so you can manage access and track usage alongside the rest of your SaaS estate.
AI, Automation & Knowledge Base
Monday.com Actions in Agent Builder - You can now connect agents to Monday.com boards with five dedicated action blocks, enabling automated ticketing and project management workflows without leaving Harmony.
Microsoft Entra User Provisioning in Workflows - You can now create and manage Microsoft Entra users directly from workflow automations using three new blocks, closing a key gap for teams building onboarding workflows.
KB Answers No Longer Depend on Exact Wording - We've improved the Service Desk Agent to search your knowledge base using two phrasings in parallel - one precise and one with synonym-expanded terminology - so users get correct answers regardless of how they phrase their question.
Software / Applications
JetBrains Products Tracked Individually - You can now see each JetBrains IDE as a separate entry in your Applications catalog, mirroring how Microsoft 365 apps are broken out and giving you precise visibility into which tools your team uses and who is assigned to each one.
Asset Management
Track Speakers, Cables, Adapters, and USB Devices - You can now track four new peripheral asset types - Speaker, Cables, Adapter, and USB - fully supported across filters, dashboard groupings, stock views, and catalog forms.
Control What Happens to MDM-Removed Devices - You can now configure directly in Settings how Harmony handles devices that disappear from an MDM feed, replacing what previously required an API call. Devices no longer freeze in a stale "Active" status.
July 26, 2026
AI, Automation & Knowledge Base
Autonomous Privileged Access Review Agent - You can now run automated privileged access reviews across connected apps with a dedicated agent that identifies users with elevated permissions, sends interactive review requests via Slack, Teams, or email, and revokes access based on owner decisions - end-to-end without manual coordination.
Pre-Built Vacation Request Agent - You can now handle employee time-off requests end-to-end from chat, with a pre-built agent that checks balances, validates dates, routes manager approvals, updates your HRIS, and confirms outcomes automatically.
Parallel Flows in AI Workflow Builder - You can now build workflows with parallel branches using the AI workflow builder, so independent tasks run simultaneously rather than sequentially - reducing resolution time for complex automations.
Asset Management
Add Individual Assets Without a CSV - You can now add a single asset directly through the UI using a new Add asset button on the Assets page, without needing to prepare or upload a CSV file.
Okta Attributes Sync to Employee Custom Fields - You can now map employee custom fields directly to Okta profile attributes so values stay automatically in sync with every Okta sync - no manual data entry required.
Asset Details on Hover in Tickets - You can now hover over any asset in the Related Assets section of a ticket to instantly see key details in a card, without leaving the ticket view.
Service Desk & Tickets
Shareable Ticket Views with Role-Based Access - You can now save filtered ticket views and share them with specific teammates, giving managers and agents a focused, collaborative way to monitor the tickets that matter most to them.
CC Recipients Get Ticket Update Notifications - We've improved email ticket intake so that everyone CC'd on an incoming support email is treated as a watcher and receives notifications for all follow-up replies and resolutions - not just the original reporter.
KB Articles Now Have Audience Controls - You can now classify each knowledge base article as Employee-facing or Internal-facing, giving precise control over what content employees see through self-service versus what stays exclusive to agents and Copilot.
Integrations & Settings
Asana Integration for Exporting Tickets - You can now connect Asana as a project management integration and push Harmony tickets directly into Asana as tasks via OAuth, without leaving the platform.
Self-Serve Custom Connector Creation - You can now push your own user and application usage data into Harmony without involving the Harmony engineering team, using a self-serve connector creation flow in the Integrations section.
Jira Ticket Statuses Visible Inside Harmony - You can now see the current status of linked Jira and JSM tickets directly within a Harmony ticket view, without switching to Jira.
July 19, 2026
AI, Automation & Knowledge Base
Workflow Health Monitoring Catches Broken Dependencies - We've added real-time health monitoring for your workflows so Harmony automatically detects when a dependency becomes unavailable and flags the affected workflow as degraded - broken workflows now surface immediately instead of failing silently when triggered.
Trigger Workflows via Inbound HTTP Webhooks - You can now trigger Harmony workflows directly from any external system using a unique, auto-generated inbound webhook URL. The full request body is available as
{{ trigger.* }}data, giving every field sent by the external system to your workflow steps.Sleep Block Pauses Workflows for Any Duration - You can now add a durable Sleep block to pause workflow execution for any amount of time - from minutes to days - without holding up processing resources. The timer survives server restarts and continues reliably across multi-day waits.
Workflow Failure Notifications via Slack or Teams - You can now configure automatic failure alerts per workflow so the right person or channel is notified immediately when something goes wrong, with all the context needed to investigate and act quickly.
Integrations & Settings
Multiple Google Workspace Tenants Now Supported - You can now connect more than one Google Workspace tenant to Harmony, enabling automation across all of your organization's Google environments from a single place - unblocking multi-tenant teams from fully automating workflows like offboarding.
40+ New Identity Actions Across All Major Providers - We've added over 40 new identity management workflow actions covering Okta, Microsoft Entra, Google Workspace, JumpCloud, and on-premises Active Directory, letting you automate a much wider range of IT and identity tasks directly from Harmony.
Jira and Atlassian Direct Integration Available - You can now connect Jira and your broader Atlassian environment directly to Harmony for richer visibility into how your team uses Atlassian products - no third-party connector required.
Rippling HRIS Connection Now Available - You can now connect Rippling as an HR integration in Harmony by adding your API token in integrations settings. Your token is stored encrypted, with full employee data sync support coming in a follow-up release.
Asset Management
Model-Level Filtering for Asset Purchase Policies - You can now restrict Asset Purchase Policies to specific device models within a vendor, giving you finer-grained control over which assets employees are eligible to purchase - previously policies could only be scoped at the vendor level.
Set Asset Sale Prices Directly From Workflows - You can now set a manual sale price on assets directly from the Update Asset workflow block, making it easy to automate asset pricing as part of offboarding and asset retrieval processes.
Software / Applications
Per-App Primary Data Source Selection - You can now designate a primary data source per application so your entire organization sees a single, consistent view of app metrics. When multiple sources such as your IdP, MDM, or spend tool report data for the same app, admins control which one takes precedence.
Service Desk & Tickets
Import Historical Zendesk Tickets into Harmony - You can now import your historical Zendesk support tickets into Harmony through the management console, making it easy to bring past ticket data in for auditing, reporting, and continuity without disrupting live operations.
Workvivo Now Available as a Knowledge Base Source - You can now connect Workvivo as a Knowledge Base source, bringing your employee-experience content directly into your support workflow with a space picker to control which content is imported.
July 12, 2026
AI, Automation & Knowledge Base
Iterate Over Lists in Workflows - You can now use a
for_eachblock in workflows to loop over a list and execute steps for each item, making bulk actions like notifying employees or enriching records straightforward in a single workflow.Run Workflows as Sub-Steps - You can now call any existing workflow as a step inside another using the new Run Workflow block, enabling modular, reusable automation without duplicating logic.
HTTP Requests and Code in Agent Workflows - You can now add HTTP request blocks and code execution blocks directly inside agent workflows, enabling agents to call external APIs and run custom logic as part of any automated process.
Integrations & Settings
Outlook Calendar OOO Sync - You can now connect Microsoft Outlook Calendar so tickets are automatically rerouted when an agent is out of office, bringing full parity with the existing Google Calendar integration for Microsoft 365 organizations.
Shapes HR and Greenhouse Onboarding Integrations - You can now connect Shapes HR and Greenhouse Onboarding as native HRIS integrations, syncing employee profiles, reporting structure, and time-off data directly into Harmony workflows.
Procurement Integrations Grouped and Mesh Added - We've added a dedicated SaaS Procurement section in Settings > Integrations for ZipHQ, NetSuite, and Mesh Payments, and you can now connect Mesh to sync employee and expense data automatically.
Service Desk & Tickets
Restrict Catalog Forms to Specific Agents - You can now limit individual Service Catalog forms to designated agents and Platform Admins, giving you fine-grained control over sensitive catalog items.
Control Which Senders Create Email Tickets - You can now enable an allowlist to restrict ticket creation via email to approved senders and domains only, silently discarding any email from non-listed addresses.
Edit Approvers on In-Progress Approvals - You can now add or remove approvers on a running approval request without cancelling or restarting the workflow, making it easy to handle OOO approvers or misconfigured steps.
Dashboard & Analytics
Click Number Widgets to Filter Views - You can now click number widgets on dashboards to navigate directly to the relevant filtered view, consistent with how bar charts, donut charts, and tables already behave.
Asset Management
Intune AutoPilot Devices Visible as Assets - You can now see Microsoft Intune AutoPilot devices in your asset inventory before enrollment, surfaced automatically with an In Stock status for full pre-deployment visibility.
Firstbase Integration for Remote Equipment - You can now connect Firstbase to Harmony's Asset Management module, flowing remote equipment data directly into your hardware catalog alongside existing sources like Jamf and Intune.
July 5, 2026
AI, Automation & Knowledge Base
Wait for Event in Workflows - You can now add a Wait for Event block to any agent workflow, pausing execution until a matching real-world signal arrives - such as a customer reply or an external system update - before continuing. This enables genuinely event-driven automation without polling or manual hand-offs.
Approve KB Article Updates from Dashboard - You can now review and approve AI-detected article updates directly from the Knowledge Base Recommendations tab. Drift-detected updates appear alongside gap recommendations in one place, so keeping your KB accurate no longer requires hunting across multiple views.
Channel Context Sharpens AI Answers - We've improved the AI agent so it uses the name of the Slack or Microsoft Teams channel where a request is made to better understand intent. Messages in context-specific channels - such as one for office supplies - are now interpreted correctly rather than dismissed as unrecognised requests.
Service Desk & Tickets
Cancel Approvals Without a Verdict - You can now cancel an approval requirement on a ticket cleanly, without it counting as an approval or denial. Desk managers can remove the requirement at any point before a decision is made, eliminating the previous forced approve-or-deny choice.
KB Insights from Imported ITSM Tickets - You can now feed historical ticket imports from ServiceNow, Jira Service Management, or Freshservice directly into Harmony's KB Insights pipeline. Previously, imported tickets were invisible to KB Insights; now you control exactly how imported data is used.
Asset Management
Custom Fields Readable and Writable in Workflows - You can now read and write custom fields on People, Assets, and Software entities directly within workflows, with full field metadata included in Get Employee, Get Asset, and Get Application block outputs. Two new blocks let you update custom fields without any extra lookup steps.
Dataset Selector Fields Across All Entities - You can now create and use dataset selector custom fields on assets, employees, and applications - the same dynamic field type already available in service catalog forms - giving you a consistent experience across all entity management workflows.
Integrations & Settings
FreshService Multi-Workspace Sync - You can now select multiple FreshService workspaces to sync within Settings, ensuring tickets from all workspaces are visible in Harmony rather than only the default one.
Avoma AI Integration Now Available - You can now connect Avoma to Harmony as an AI category integration, pulling license and organisational data directly from your Avoma account via Settings - Integrations - AI.
Pause ITSM Integrations Without Losing Config - You can now disable an ITSM integration to pause all syncing without fully disconnecting it, preserving credentials and configuration so you can resume exactly where you left off.
June 28, 2026
Service Desk & Tickets
Cascading Filters on Catalog Forms - You can now configure multiple cascading filters on data set selector fields in the Service Catalog form builder, so the options shown in a dropdown are automatically narrowed by one or more other fields on the same form - keeping choices relevant and reducing noise for end users.
New "Pending - On Hold" Ticket Status - You can now set tickets to a dedicated Pending - On Hold status, giving your team a clear way to mark paused tickets without conflating them with other pending states - SLA timers and reporting treat it consistently with the rest of the pending family.
Resolution Date Column and Filter - You can now see the exact timestamp a ticket was resolved or closed directly in the ticket table view, with the ability to filter and sort by resolution date for faster reporting and trend analysis.
AI, Automation & Knowledge Base
Automate Desk Assignment Rules from Workflows - You can now read and update desk auto-assignment rules directly from workflow blocks, enabling fully automated on-call rotations and assignment management without any manual intervention.
Bulk Upsert Datasets in a Single Workflow Step - You can now insert or update many dataset records at once using a new bulk upsert workflow block, removing the need to chain individual operations and making it significantly faster to keep datasets in sync as part of automated workflows.
AI Agent Can Reclassify Ticket Types - You can now ask Harmony's AI Service Desk Agent to change the type of an existing ticket on your behalf, reducing manual ticket management for agents.
Integrations & Settings
JumpCloud SSO Login Events Now Ingested - You can now connect Harmony to JumpCloud and pull SSO login events via the Directory Insights API, normalized as USER_AUTHENTICATION_SSO events with a 90-day historical lookback so you have full identity activity context from the moment you connect.
New Direct Integrations: Outlook, Teams, Salesforce, Zendesk, Intercom, and Figma - We've added direct connectors for Microsoft Outlook, Microsoft Teams, Salesforce, Zendesk, Intercom, and Figma, giving you deeper visibility into adoption, license usage, and sign-in activity across all six platforms without third-party connectors.
GitHub SAML Identities and Team Listings in Agents - You can now use new List Organization Teams and List Organization SAML Identities blocks in the Custom Agent Builder to retrieve team structures and correlate GitHub users with your corporate directory via SAML nameId - even when employees have no public email on their GitHub profiles.
Asset Management
Asset Purchase Agent Now Fully Configurable - You can now fully configure the Asset Purchase Agent to handle end-to-end procurement workflows triggered by employee requests or scheduled end-of-life scans, with structured eligibility checks that confirm qualifying assets or return a specific reason for ineligibility.
Display Asset Metadata Inline on Catalog Forms - You can now configure asset selector fields to show read-only metadata inline on service catalog forms, giving end users helpful context about a selected asset without leaving the form.
Software / Applications
ZipHQ Contract Sync Now Available - You can now connect your ZipHQ account to Harmony to automatically pull vendor details, contract terms, values, and renewal dates into the Contracts tab - the same way NetSuite contract sync works today.
Looker Direct Integration for License Insights - You can now connect Looker directly to Harmony to surface usage and license data alongside your other SaaS applications in one place.
Dashboard & Analytics
Desk Admins Can Create and Edit Dashboards - You can now grant desk admins the ability to create, edit, and delete dashboards, giving teams more control over their reporting without requiring platform-level admin access.
June 21, 2026
AI, Automation & Knowledge Base
Jira and JSM Blocks in Custom Agents - You can now add Jira and Jira Service Management action blocks directly to your custom agent workflows, letting agents create Bugs, Stories, Epics, and JSM requests without any manual handoff - including custom fields, assignee configuration, and a direct link to the created issue.
GitHub Operations in Custom Agent Builder - You can now automate GitHub organization management, repository access, and CI/CD workflows using a comprehensive set of GitHub operation blocks inside the workflow builder, removing the need for external scripts or manual steps.
Parallel KB Search for Faster AI Responses - We've improved Harmony's AI agent to query your knowledge base and KB insights using two independent parallel tools instead of one, reducing response latency and improving the relevance of answers returned to employees.
Service Desk & Tickets
Skip Out-of-Office Agents on Assignment - You can now automatically bypass agents who are out of office during Round Robin or Least Loaded ticket assignment, ensuring every ticket lands with someone who is actually available to act on it.
Import Historical Tickets from External ITSM - You can now migrate existing ticket history from platforms like Jira Service Management and Freshservice directly into Harmony, preserving conversation threads, file attachments, and original timestamps with automatic deduplication on re-import.
Set Custom Fields in Workflow Ticket Blocks - You can now populate custom ticket fields directly inside the Create Ticket and Update Ticket blocks in custom agent workflows, eliminating manual follow-up after automated ticket creation.
Software / Applications
Selective Access Request Control per App - You can now mark each application as Available or Unavailable for access requests, giving IT admins precise control over which apps employees can request provisioning or access to through the AI assistant.
Contract Value Auto-Calculated from Line Items - You can now have contract totals derived automatically from the sum of their line items, eliminating manual calculation and keeping contract records accurate without extra data entry.
Sync NetSuite Contracts Automatically - You can now connect Harmony to NetSuite and have your purchase orders and contracts synced automatically into Harmony contract records, with no manual imports required after initial configuration.
Asset Management
Location-Based Asset Filtering in Catalog Forms - You can now configure Asset Selector fields in Service Catalog forms to show employees only the equipment available at their local office stockroom, making hardware request flows far more relevant and reducing fulfillment errors.
Richer Asset Details Pre-Filled on Device Selection - We've improved the asset selector so that selecting a device from a service catalog form automatically pre-fills more complete asset information from existing records, removing the need for manual data entry.
Integrations & Settings
JumpCloud Employee Status and Last Login Synced - You can now see each employee's active/inactive status and most recent login timestamp pulled directly from JumpCloud, giving your team an up-to-date picture of who is active without cross-referencing JumpCloud manually.
Set Your Availability and Out-of-Office Status - You can now manually set your availability status from your user profile in Harmony, making it easy to signal when you are unavailable - either immediately or scheduled in advance.
June 14, 2026
Integrations & Settings
We've added NetSuite as a new ERP integration and introduced two complementary on-premises proxy capabilities that let workflows securely reach internal systems.
NetSuite ERP Integration Available - You can now connect NetSuite to Harmony using Token-Based Authentication, enabling Harmony to sync contracts, vendors, and spend data from your NetSuite account.
Workflows Reach On-Premises Systems - You can now route HTTP and SOAP/XML requests from workflow automation through a secure on-premises proxy tunnel, making it possible to integrate with internal systems and legacy SOAP-based services that aren't publicly accessible.
ServiceNow Knowledge Base Connected - You can now connect your ServiceNow knowledge base to Harmony so published articles are available to AI agents alongside existing sources like Confluence, Notion, and SharePoint.
AI, Automation & Knowledge Base
Live Agent Progress in Slack - You can now see real-time status indicators in Slack while the Service Desk Agent works on your request, so you always know exactly what the agent is doing rather than waiting in silence.
Microsoft Entra User Management in Workflows - You can now automate common identity and access tasks - such as creating or updating Entra users - directly from the workflow builder without switching between tools.
Independent IdP Control for Group Management Agent - We've improved the Group Membership Management Agent so Google and Okta group membership can be configured and controlled independently, giving IT admins more granular oversight across identity providers.
Service Desk & Tickets
Bulk Move Tickets Between Desks - You can now select multiple tickets and move them to a different desk in a single action, saving significant time when reorganising or reassigning work across support teams.
Approval Activity in Ticket Audit Log - You can now see a full timeline of approval interactions directly within a ticket's audit log, giving complete visibility into every stage of the approval lifecycle without leaving the ticket view.
Satisfaction Surveys in Portal Threads - You can now respond to ticket satisfaction surveys inline within the employee portal conversation thread, keeping the full support interaction in one place without switching to Slack or Teams.
Dashboard & Analytics
Announcements Delivered via Email - You can now reach users through email when sending announcements, ensuring important updates and calls to action are delivered directly to inboxes even when users aren't actively logged in to the portal.
Software / Applications
Teams Bell Notifications with Deep Links - You can now receive Microsoft Teams activity-feed notifications for key ticket events that deep-link directly to the relevant conversation or task in the Harmony portal, so nothing gets missed.
June 7, 2026
AI, Automation & Knowledge Base
Harmony Copilot Is Now Live - You can now use Harmony Copilot, an AI-powered assistant built into the platform, to manage IT support tasks through natural conversation from any page. Copilot understands your organization's data and can take action on your behalf - no context switching or menu navigation required.
Run Custom Code Inside Workflows - You can now add a Code Block step to any agent or workflow, enabling custom inline logic and making it possible to fully migrate ServiceNow workflows that rely on scripted steps without manual workarounds.
Securely Store Credentials in Secret Manager - You can now manage API credentials and secrets centrally through a new Secret Manager and reference them directly inside Workflow Builder's HTTP request block. Secrets are encrypted at rest and resolved securely at runtime so plaintext values are never exposed in your workflow configuration.
Integrations & Settings
ServiceNow Actions in Custom Workflows - You can now connect Harmony Custom Workflows to ServiceNow, enabling agents to interact with your ServiceNow instance as part of automated support processes - including workspace provisioning via six new ServiceNow WSD blocks in the agent builder.
DocuSign Signature Collection from Agents - You can now connect Harmony to DocuSign and send documents for electronic signature directly as part of Custom Agent flows, automating signature collection for workflows such as asset purchase approvals.
Greenhouse ATS Integration Available - You can now connect Harmony to Greenhouse, bringing applicant tracking into a new ATS integrations category alongside your existing HR and productivity tools.
Service Desk & Tickets
Filter Tickets by Type Across All Views - You can now filter ticket lists by ticket type across All Desks, individual desks, and Other views, making it easier to focus on exactly the work that matters without manual scrolling.
Ticket Notifications Live in Conversation Threads - You can now receive ticket event notifications - including creation, assignment, status, and priority changes - directly inside conversation threads in Slack, Teams, or the portal, keeping all updates in context alongside the original conversation.
Time Picker Field in Service Catalog Forms - You can now add a dedicated time picker field to Service Catalog request forms, allowing users to specify both a date and a specific time when submitting event or scheduling requests.
Asset Management
Track Former Assignees on Every Asset - You can now see a Former Assignee field on any asset, automatically updated whenever ownership changes, making it easier to audit device history and trace ownership chains without digging through activity logs.
Dashboard & Analytics
Application Insight Widgets on Your Dashboard - You can now add Application Insight widgets to your dashboard from a new Applications section in the widget library, giving you an at-a-glance view of application health across five pre-built stat widgets.
May 31, 2026
Software / Applications
Unified AI Tool Spend and Usage - You can now connect ChatGPT (OpenAI), Claude (Anthropic), and Microsoft Copilot to Harmony for a single view of AI tool usage and spend across your organization, broken down by employee, department, and application - using real consumption data from each vendor's API, not flat seat estimates.
GitHub Direct Integration - You can now connect GitHub directly to Harmony to automatically pull license usage and cost data from your organization's GitHub account, surfacing it alongside the rest of your SaaS inventory.
Integrations & Settings
Send Notifications from Your Own Domain - You can now configure Harmony to send email notifications from your own custom email domain, giving employees a more recognizable and branded experience instead of the default harmony.io address.
Connect ServiceNow via Service Account - You can now authenticate your ServiceNow integration using Basic Auth with a service account, providing a straightforward alternative to OAuth that works across all ServiceNow instances.
Second Microsoft Teams Tenant Support - You can now successfully connect a second Microsoft Teams tenant when your organization uses two separate Microsoft 365 domains, enabling a Harmony agent across both.
AI, Automation & Knowledge Base
Trigger Custom Agents on SLA Breaches - You can now automatically trigger custom agent workflows the moment a ticket breaches its SLA, with two distinct SLA breach triggers available in the agent builder - enabling escalation automation that responds to missed deadlines in real time.
Time-Based Employee Lifecycle Triggers - You can now build workflows that fire a set number of days before or after a new hire or termination event, giving you precise timing control for onboarding and offboarding automation - not just on the day itself.
Continue Workflows When Steps Fail - You can now configure individual workflow steps to continue executing even if they encounter an error, preventing a single failed step from blocking the rest of a workflow run.
AI Tagging for Manually Uploaded PDFs - You can now upload PDFs manually to your knowledge base and have them automatically classified with AI tags, just like integration-synced content - with all existing manual PDFs retroactively tagged as part of this release.
Service Desk & Tickets
Full Visibility Into Every Employee Request - You can now see every employee interaction Harmony has handled - including AI-resolved conversations that never became tickets - in a new Conversations tab alongside the existing Tickets view, with full message threads, request IDs, and resolution status.
Direct Links to Outbound Tickets - You can now see a direct link to the corresponding external ticket whenever a Harmony ticket is synced outbound to a connected ITSM platform, with the provider icon and external ticket ID displayed in both the side panel and full ticket view.
Checklist Support in Custom Agent Actions - You can now add and manage checklists on tickets directly from Custom Agent workflows, with checklist support available across the Create Ticket, Update Ticket, and Get Ticket actions.
Asset Management
Asset Purchase Policy with Auto Price Calculation - You can now define a company-wide Asset Purchase Policy from the Asset Management settings page, giving employees a consistent automated experience when purchasing company devices, with settings reorganized into Notifications and Policies tabs for easier navigation.
Dashboard & Analytics
Request-Based Widgets Capture Full AI Impact - You can now measure Harmony's complete impact on support operations with six new request-based dashboard widgets and updated savings calculations that include every conversation the AI resolved autonomously - not just ticketed work.
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